Global Customer Services Team Leader

San Jose CA

About The Position


The Global Customer Services Team Leader is responsible for managing the daily operations of the Global Customer Services team. The Global Customer Services team serves as the primary point of contact for ControlUp external and internal customers, Partners and Distributors where they provide pre and post-sale technical assistance as required. 

Working from ControlUp headquarter In San Jose-  CA.  

Primary Duties / Responsibilities

·      Lead a team of Customer Services Engineers to ensure Service Level Agreements and Key Performance Indicators are met while providing a world class experience 

·      Participate in team workforce scheduling, direction setting, and resource planning

·      Work directly with internal and external customers and partners to resolve issues and ensure customer satisfaction

·      Handle troubleshooting sessions and assist the team in need while working on resolving customer’s technical issues

·      Review and follow up on customer satisfaction surveys, including preparing action plans to address any process or performance issues discovered during review

·      Manage high priority customer inquiries by setting customer expectations, creating action plans, and communicating in a professional manner to all parties involved

·      Able to monitor and suggest better processes in the team and across teams

·      Manage and monitor all escalations to 3rd tier \ development team

·      Gain a working knowledge of ControlUp products

 

Requirements

·      Excellent customer service skills and the ability to interact with customers in a professional manner

·      Strong verbal and written communication skills as well as excellent listening skills

·      Works effectively and collaborates cross-functionally in a fast-paced team environment

·      Ability to analyze information and evaluate results to resolve problems

·      Excellent organizational skills with the ability to prioritize, organize, and complete task

Requirements (Education, Certification, Training, and Experience)

·      Bachelor’s degree or equivalent work experience

·      2+ years managerial experience in a Customer Service or equivalent environment

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